Made-to-measure glass is cut for your opening, so the 14-day change-of-mind cancellation right does not apply to it unless it is faulty or not as described. Stock items bought at a distance can normally be cancelled within 14 days after delivery. If glass arrives damaged, report it straight away with photos and do not fit it. Damaged in transit? We remake it, free.
What are my legal rights to cancel?
Your statutory rights come from the law, not from us, and nothing in our own terms takes them away. In short:
- Stock items. For a consumer distance purchase of stock items, you can normally cancel within 14 days after delivery without giving a reason.
- Made-to-measure glass. Glass cut to your sizes is made to your specification. It is excluded from the cancellation right under the Consumer Contracts Regulations 2013, regulation 28(1)(b), unless it is faulty or not as described.
- Faulty or wrong goods. Faulty or incorrectly supplied goods remain covered by your statutory rights, whether they are stock items or made to measure.
Do you have your own returns policy as well?
For returning a stock item you no longer need, ask us before you send anything back and we will tell you how we can help. Any policy we offer is in addition to your statutory rights, never instead of them.
Because made-to-measure glass cannot be resold, check your sizes and your drawing carefully before you confirm an order. Our guides on measuring an opening and drawings and checks show you how.
What if my glass arrives damaged?
We deliver on our own vans with our own drivers, and our promise is simple: damaged in transit? We remake it, free.
To help us put it right quickly:
Step 1: Check the glass as soon as it arrives
Look along every edge and corner for chips and cracks, check the faces for scratches, and check the size against your order.
Step 2: Take photos
Photograph the damage close up, the whole piece, and the packaging and label if you still have them.
Step 3: Report it straight away
Contact us with your order reference and the photos as soon as you see the damage. Do not wait until the fitting day.
Step 4: Do not fit it
Keep the damaged piece safe and out of the way. Do not fit damaged glass.
The same applies if a piece is the wrong size or shape from what you ordered: tell us straight away with photos, before fitting. If we get it wrong, we fix it, and a pane that is not right gets remade.
How do I cancel an order?
Use our cancellation form, or contact us by email or phone. A clear statement is enough; the form is optional. Give us:
- your order reference
- the goods you want to cancel
- the date you ordered them, or the date you received them
- your address
Sending the form passes a cancellation notice to our team. It does not automatically stop production or issue a refund. We check the order and confirm the next steps with you. If your order is made to measure and you have changed your mind, tell us as early as possible.
How will I get my refund?
By default, a refund goes back the way you paid. A card payment online goes back to that card, and a card payment at the counter goes back through the card machine. Other routes, such as a credit note or a credit on a trade account, are also available. If you would prefer a different route, ask us when we confirm the refund.
Where to go next
Request a cancellation or contact us about a damaged or wrong piece.
Questions we get asked
Can I return made-to-measure glass if I change my mind?
Made-to-measure glass is excluded from the 14-day cancellation right, because it is cut for your opening. It is still covered if it is faulty or not as described.
How long do I have to report damage?
Report damage as soon as you see it, with photos, and before you fit the glass. The sooner we know, the sooner we can remake it.
Do I need to use the cancellation form?
No. A clear statement by email or phone is enough. The cancellation form is just an easy way to send it.
How do I return a stock item?
Ask us and we will explain how a return of your item would work.